If your team is manually sending feedback requests, the temptation for them may be to only send requests after positive customer interactions. While positive feedback is extremely motivating, getting feedback on more challenging customer interactions is equally valuable. It can be used to drive training and ensure that your service experience continues to improve. The default behavior should be to trigger feedback requests after every appropriate interaction
When Not To Send Stella Connect Requests:
There will be certain instances when sending a Stella Connect feedback request may not be appropriate. A customer may have expressed a preference not to be contacted via email or the interaction may have been inappropriate (i.e. personal comments or strong language). Certain clients also choose to trigger requests only at certain points of the buying process such as when orders are finalized or issues are resolved.
Improving Response Rates:
To help increase response rates, consider coaching your team members to tell consumers that they will be receiving a Stella Connect Request:
“I will be sending a one question survey to provide feedback about how I can improve your customer experience and get the most from [Company Name]”
Maximizing the volume of Stella Connect requests sent:
The best way to ensure that feedback requests are sent after every relevant interaction is to integrate Stella Connect with your existing CRM system, which you can do through our Zendesk or Desk.com apps, or by setting up a custom integration through the Stella Connect API. Head over to our Technical Documents section for more information.